Head of Customer Relationship, Strategic Customers – Vaccines

Job title

Head of Customer Relationship, Strategic Customers – Vaccines

Morristown, NJ

Join the team protecting half a billion lives every year with next‑gen science, mRNA innovation, and AI‑driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization.

• Build and maintain strong, senior‑level relationships with strategic customers, including health systems, government agencies, and large provider networks.
• Serve as a trusted advisor on vaccine portfolio solutions, compliance, and public health initiatives.
• Lead a team that will interact with and handle Sanofi’s top customers.

• Develop and implement relationship strategies that support immunization goals and customer success.
• Collaborate with internal teams (Sales, Medical Affairs, Market Access) to deliver tailored solutions and ensure seamless execution of vaccine programs.

• Identify opportunities for joint value creation, including co‑innovation and strategic partnerships to improve vaccination coverage.
• Develop key metrics to measure success for each account to ensure we increase their spending with Sanofi.
• Monitor key metrics to highlight customer growth and retention.
• Grow and strengthen this team while developing the North Star roadmap to create a best‑in‑class program.
• Collaborate with Marketing on existing and new offerings for these high‑value customers to increase their customer lifetime value.

• Manage and mentor a team of 10 Customer Relationship Managers, ensuring consistent delivery of best practices and high performance.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Coach and develop direct reports and ensure they exceed established goals.
• Responsible for building, training, and developing a high‑performing team through strategic hiring, ongoing professional development, and performance management.

• Ensure all customer engagement activities adhere to industry regulations, ethical standards, and company policies.
• Partner with Legal and Compliance teams to maintain transparency and integrity in all interactions.
• Performance Monitoring & Insights
• Track relationship health and satisfaction using both qualitative and quantitative measures. Provide executive‑level reports on relationship status, opportunities, and risks.
• Conduct monthly business reviews with key stakeholders to monitor account performance and identify growth opportunities.

• Regional Focus Statement: This role will focus specifically on strategic accounts across Canada and the United States, requiring an understanding of both markets' healthcare systems and purchasing processes.
• Account‑Specific
  
  Experience:
  
  Experience managing relationships with government health agencies, large retail pharmacy chains, and integrated delivery networks.
• Travel Requirements: Position requires approximately 30-40% travel throughout North America to maintain in‑person relationships with key accounts.
• Language Requirements: French language proficiency to handle Canada’s customers.

• Customer Satisfaction (CSAT/NPS):
  Achieve >90% satisfaction across strategic accounts.
• Retention Rate:
  Maintain 95%+ retention of key vaccine customers.
• Growth:
  Deliver year‑over‑year revenue growth of 1‑3% in strategic accounts.
• Team Performance:
  Ensure 100% of team members meet or exceed individual performance goals.
• Compliance:
  Zero compliance breaches in customer engagement activities.
• Onboarding:
  Measure Customer Lifetime Value for each account from onboarding till stabilization.

We are looking for a dedicated leader who brings a blend of strategic vision, operational excellence, and a passion for improving global health outcomes. The ideal candidate demonstrates experience in customer relationship management within the pharmaceutical or medical device sector and a strong network in the vaccine ecosystem.

• Bachelor’s degree in business, Healthcare Administration, or related field; MBA preferred.
• 5‑7+ years of…